Installation guide

Placing calls from a queue vs. calling as user 5-10
Chapter 5: Working as an Agent in a Contact Center Queue
Wave Contact Center Administrator Guide
When calling as a queue, your calls appear on both the My Phone tab and the queue tab in your
Call Monitor. The calls are logged both in your personal Call Log and the queue’s Call Log, with
the queue name in the
From column.
Note: In the Call Monitor, Owner is who you are logged in as, while User is who you are calling
as.
Important: When you are done placing calls as a queue, be sure to switch back to calling as
yourself. If you don’t, your personal calls will be treated as queue calls, meaning they will be
seen by all agents and will throw off queue statistics.
To place calls as a queue using ViewPoint
On the ViewPoint status bar, your name and extension are a drop-down list. Pull down the list
and select the queue as which you want to place calls.
To switch back to calling as yourself, select yourself from the drop-down list.
To place calls as a queue using the phone
Pick up your phone and press *14<queue’s extension># at a dial tone.
To switch back to calling as yourself, press *14# at a dial tone.
Determining who you are calling as
ViewPoint’s status bar displays whether the system is treating outbound calls from its station as
being from you or from someone else.
Release 2.0 Service Pack 1
April 2011